Employer Link Officer in London

About the Team

The Employer Link Service (ELS) is the NMC’s outreach team working with employers of nurses, midwives and nursing associates, and other stakeholders across the four countries of the UK. Our role is to promote safe, inclusive workplace cultures, share insights to inform policy, and support employers with their response to concerns about the people on our register. We do this by providing clear guidance, advice, practical tools, and a shared understanding of the NMC’s role and strategic aims. We also provide an advice line service to employers when they have a concern about an NMC registered professional’s fitness to practise.

About the Role

The Employer Link Officer Role plays a key role in supporting the systems and processes that underpin the efficient and effective delivery of the Employer Link Service (ELS). Often acting as a primary point of contact for employers, you will provide high-quality support and information to both internal colleagues and external stakeholders. You will work across multiple systems and platforms, supporting day-to-day operations of the ELS while also contributing to wider improvements initiatives.

In this role you will:

• Manage employer enquiries and correspondence, providing accurate and high quality information.
• Develop constructive relationships with internal and external colleagues offering the highest levels of customer service.
• Support the contact centre with the management of calls requiring advice from the ELS Advice Line.
• Support and contribute to a range of projects and initiatives linked to the team’s priorities and objectives.
• Manage the ELS mailbox and correspondence, including preparing complex correspondence and monitoring response.
• Provide information, where appropriate to internal and external stakeholders about the role and remit of ELS.
• Produce reports from large complex datasets to produce regular reports to support the team’s targeted activity.
• Monitor activity and maintain accurate records of issues, resolutions and trends.
• Contribute to data quality, data maintenance and system integrity activities.
• Develop guidance materials, user documentation and training resources.
• Work collaboratively with colleagues across other parts of the organisation.

This role offers the opportunity to work combining customer support, systems administration, problem solving and continuous improvement in a supportive, friendly team.

About You

We are looking for a passionate individual with an eye for detail who is committed to providing excellent customer service. You will bring:

• Experience of delivering high quality administration and customer service.
• Excellent oral and written communication skills, with the ability to provide confident professional support to a range of internal and external stakeholders.
• Experience of analysing complex datasets to produce accurate and timely reports.
• The ability to prioritise competing demands and maintain accuracy and service quality when workloads are high.
• Experience of following, reviewing and developing standard operating procedures in line with good governance processes.
• The ability to show sensitivity and tact when identifying and working with customer needs and confidential information.
• A commitment to delivering high-quality service and positive user experiences.

Please note: This is an approximately 12-month fixed-term contract (FTC).

Benefits

• 30 days annual leave.
• Enhanced Pension Contributions via our attractive Pension Scheme – with a basic 8% employer contribution as standard which increases up to 14% with optional added Employee Contributions.
• Life Insurance – 4 x current salary.
• Hybrid working.
• Enhanced Maternity and Paternity Leave.
• 24 Hours Employee Assistance Programme.
• Cycle to Work Scheme.
• Perkbox membership.
• Subsidised restaurant in our Portland Place office.
• Season ticket loans.

Additional Information

The role you are applying for is a flexible role, and whilst you will be posted initially to a team, this may require movement between teams as the flow of work dictates. You will of course understand that this flexible approach enables us to provide the best possible service to our registrants and reach the outcomes to our cases quickly and within a reasonable timeframe. This will not change your terms and conditions and will be discussed with you prior to you taking up the post.

Hybrid Working Policy: We are currently working to a policy of office attendance for two days per week with the rest of the time working from home. Before submitting your application, please ensure you are able to commit to working in one of our office locations twice per week. If you are applying for a part-time role, please pro-rata office attendance based on the number of days you would be working.

Our Pay Policy: It is expected that staff new to the NMC will ordinarily be appointed to the bottom of the relevant pay band. However in exceptional circumstances, it may be possible to offer a salary above the bottom of the relevant pay band but we may request proof of current earnings. Please note that we offer an annual review of salaries and adopt a generous progressive pay approach. Further details of which are available on request.

For our internal colleagues, you will be paid in accordance to our internal pay policy.

Reasonable adjustments: We will provide reasonable adjustments to support disabled candidates throughout the recruitment process. Please let us know if you need any additional support to enable you to make an application with us.

Screening and vetting: All of our roles are subject to pre-employment checks. We are in the process of introducing a vetting policy, and it is possible that this role may become subject to DBS and further vetting checks in future.